Pros 
Cons A Mixed Bag of Experiences: What Customers Are Saying
Palmerston North Automotive - Mechanic Repairs on Matipo Lane in Takaro boasts a solid 4.0-star rating, but a look at customer reviews reveals a complex picture. While many praise the team's friendliness, knowledge, and fair prices, a significant number express frustration with communication and warranty claim handling. The reviews paint a portrait of a business capable of excellent service, but one that sometimes struggles with consistency and transparency. It's a place many locals seem willing to give a chance, boosted by accessibility features including wheelchair accessible entrance and parking. Payment options, however, are limited: debit cards are accepted, but credit cards are not.
The Shining Stars: Praises for Skill and Service
Several reviewers highlight the exceptional skills of Todd and his team, particularly in complex situations. Here's a breakdown of the recurring positive feedback:
- Diagnostic Expertise: Multiple customers commend Todd’s ability to accurately diagnose and resolve car issues, especially after multiple mechanics had failed. One customer stated Todd "actually fixed my car!" after a four-month ordeal facilitated by their insurance company.
- Friendly and Helpful Staff: A common theme is the welcoming and approachable nature of the team. Customers consistently describe the staff as "friendly as," "helpful," and "knowledgeable."
- Reasonable Pricing: Many reviewers are impressed by the fairness of Palmerston North Automotive's prices. "Greatly priced," and "extremely fair prices" are phrases that frequently appear.
- Excellent Customer Service (in specific cases): A customer stranded on a trip credits Todd with being a “guardian angel” for quickly and affordably fixing their car. Another appreciates the team’s willingness to go “above and beyond.” A customer with a Japanese import found the initial consultation helpful and responsive.
- EV Charging Facility: The availability of a Type-2 EV charge outlet has also been a welcome perk for some customers.
Warranty Claim Troubles: A Recurring Concern
The most significant area of criticism centers around warranty claim processing. A detailed account from one customer exposes a concerning pattern:
- False Information Regarding Claim Status: The customer alleges that Todd provided inaccurate information regarding the status of their warranty claim, stating he’d submitted it when the warranty company had received nothing. This occurred multiple times over several weeks.
- Delayed Repairs & Lack of Communication: The same customer recounts a previous experience involving lengthy repair times (three weeks) and a complete lack of communication from the garage, with a series of excuses offered instead.
- Questionable Practices: The customer has formally raised concerns with their warranty company, suggesting a review of Palmerston North Automotive’s practices.
- Scheduling Issues: Another customer encountered issues with a pre-booked appointment being cancelled without notice, resulting in wasted travel time. Being told that specific modifications became impossible, after substantial agency-booked time had elapsed, was another point of contention.
- Poor Treatment of Customers & Disregard for Time: One customer found offensive to hear personnel nonchalantly state that work had been delayed due to other jobs taking priority.
Warranty Claim Timeline Example (From One Customer’s Review):
| Date | Event |
|---|---|
| February 16 | Car booked, initial assessment completed. |
| Following Weeks | Repeated follow-ups with garage regarding warranty claim. |
| March 22 | Alleged repeated false claims of claim submission. |
| Ongoing | Warranty company still had not received any claim submission. |
Accessibility, Location and Business Hours
Palmerston North Automotive – Mechanic Repairs is conveniently located at 29 Matipo Lane, Takaro, in Palmerston North, NZ. Its accessibility features are a notable plus, with both wheelchair access to the entrance and a designated wheelchair accessible parking lot. The business operates Monday to Friday from 8:00 AM to 5:00 PM, and is closed on Saturdays and Sundays.
- Location: 29 Matipo Lane, Takaro, Palmerston North 4410, New Zealand.
- Phone: +64 6 359 1320
- Opening Hours:
- Monday: 8:00 AM – 5:00 PM
- Tuesday: 8:00 AM – 5:00 PM
- Wednesday: 8:00 AM – 5:00 PM
- Thursday: 8:00 AM – 5:00 PM
- Friday: 8:00 AM – 5:00 PM
- Saturday: Closed
- Sunday: Closed